1. REGIONAL CONFERENCE CONCIERGE TRAINING National Conventions/Regional Conferences Site/Housing Task Force Toni Ward, Chair August 11, 2014

2. Training Agenda Welcome Delta Inspiration NCRC Site/Housing Mission NCRC Site/Housing Task Force Vision & Focus Delta Concierge Service – What Is it? ΔΣΘ - Regional Concierge/Housing Training

3. Training Agenda (.ctd) Roles of the Participants NCRC Task Force Members Concierge Team Concierge Expectations Issues That May Arise Frequently Asked Questions Q&A Closing Comments ΔΣΘ - Regional Concierge/Housing Training

4. Delta Inspiration ΔΣΘ - Regional Concierge/Housing Training

5. NCRC Site/Housing Task Force Vision The vision of the NCRC Site Housing Task Force is to serve as a resource and research arm of the Sorority by recommending top-tier cities with sufficient space and services to support national conventions and regional conferences and examining the feasibility of hosting national conventions and regional conferences at venues based on projected meeting space, hotel room requirements, racial climate of the city and amenities and attractions that will enhance the attendees’ and guests’ participation and experience. ΔΣΘ - Regional Concierge/Housing Training

6. NCRC Site/Housing Task Force Mission The mission of the NCRC Site Housing Task Force is to create a strong, ongoing relationship within the hospitality industry whereby Delta Sigma Theta Sorority, Inc. is respected as a premier convention and conference planning partner that leverages the best facilities, venues, and hotel selections, as well as service provider rates and customer service. ΔΣΘ - Regional Concierge/Housing Training

7. NCRC Site/Housing: 2014 Focus Areas ▲ Develop 2014 Regional Concierge Team ▲ Establish Proposed Schedule to Ensure Customer Service Coverage during Peak Coverage Periods ▲ Solicit local sorors to fill coverage schedule ΔΣΘ - Regional Concierge/Housing Training

8. Delta Concierge Service ΔΣΘ - Regional Concierge/Housing Training What Is “The Delta Concierge Service”? A team of designated sorors primarily made up of sorors from all across the Region who work in conjunction with members of the National Conventions/Regional Conferences Site/Housing Task Force (a.k.a NC/RC Site/Housing) to ensure delivery of seamless customer service to sorors, conference participants and guests.

9. At Your Service… ΔΣΘ Regional Concierge/Housing Training  Rolling out the RED Carpet for our sorors and guests during each 2014 Regional Conference !

10. NCRC Task Force Roles & Responsibilities ▲ Develop the Concierge team that will assist during the 2014 regional conference cycle ▲ Serve as Concierge team liaison during regional conference ▲ Ensure that Concierge team feels comfortable with their responsibilities ▲ Be available in person and by phone to assist with urgent matters and matters team does not feel comfortable handling ▲ Develop and complete housing team report ΔΣΘ - Regional Concierge/Housing Training

11. Delta Concierge Team….What Will You Do? ▲ Enhance communication between the housing properties and Delta Sigma Theta's housing representatives ▲ Create a positive and welcoming environment at all hotels upon check-in and departure for Delta members and guests ▲ Help reduce lines during hotel check-in and departure ▲ Assist Delta Dears and other special VIPs as needed ΔΣΘ - Regional Concierge/Housing Training

12. Delta Concierge Team….What Will You Do? ▲ Ensure that emergency medical issues/first aid issues are immediately addressed ▲ Notify appropriate hotel staff concerning elevator, escalators, and security concerns ▲ Provide information to the extent possible about local shopping, nightlife, restaurants, and other entertainment options ΔΣΘ - Regional Concierge/Housing Training

13. Concierge Expectations ▲ Ensure you arrive at your scheduled hotel timely and for the period assigned ▲ Offer a warm welcome and smile to set the mood ▲ Hotels may have Delta Dears and VIP only lines - please ensure sorors are in the proper lines and assisted timely ▲ Ensure lines are moving smoothly and sorors are carrying their “Jewels” with them at all times ▲ Assist with questions related to the city and to the conference ▲ Keep your NCRC Site/Housing Task Force Member’s number handy - contact them with questions you are not comfortable answering ΔΣΘ - Regional Concierge/Housing Training

14. Issues That May Arise ▲ Getting to check in and there is no reservation or name is not on the reservation ▲ Trying to get a room with double beds when the reservation calls for a single ▲ Having a debit card and not knowing the debit card policy ▲ The proper way to set up your account at check in to make sure the bill is split properly at checkout ▲ Ensuring that all roommates names are on the room ▲ Storage for medication and requesting refrigerators for rooms ▲ Not allowing roll away beds in double rooms ΔΣΘ - Regional Concierge/Housing Training

15. Items Concierge Team Does Not Handle ▲ Running errands outside of the hotel for guests ▲ Moving vehicles ▲ Personally carrying or storing luggage (okay to watch for a few minutes) ▲ Anything you do not feel comfortable handling ΔΣΘ - Regional Concierge/Housing Training

16. Issues that the NCRC Member Should Handle ▲ Negotiating accommodations or extras for guests ▲ Where the hotel is not honoring the room types selected ▲ Where the hotel is moving guests in our room block to another hotel ▲ Issues with hotel staff and/or management attitudes or rudeness to guests ▲ Anytime the Concierge Team does not feel comfortable handling an issue be it hotel related or soror related ΔΣΘ - Regional Concierge/Housing Training

17. Frequently Asked Questions Q: What information should the Delta Concierge have available? A: The Delta Concierge will provide the schedule and locations of conference events; locations of hotel restaurants, map of the hotel property and other services Q: What specific hotel policies should the Delta Concierge have knowledge of? A: The hotel’s check-in and checkout times; roll-away bed policy and incidental costs for items missing and/or removed from the hotel room Q: Does the Delta Concierge serve specific days and times? A: Yes, the Delta Concierge provides coverage during identified “peak hours” ΔΣΘ - Regional Concierge/Housing Training

18. Frequently Asked Questions Q: How are Delta Concierge members selected? A: Delta Concierge members are selected at the discretion of the Regional Director Q: How should the Delta Concierge member proceed if she is unable to resolve the soror’s issue? A: Delta Concierge members should contact the assigned NC/RC Site/Housing Task Force member for guidance and resolution ΔΣΘ - Regional Concierge/Housing Training

19. Q & A ▲ Final comments from participants ▲ Closing Prayer ΔΣΘ - Regional Concierge/Housing Training

20. NCRC Site/Housing Task Force Committee Members Antoinette Ward, Chair – Southern Wanda Adams – Southwest Deloris Drakes – Eastern Lucille Frierson – South Atlantic Ruth Johnson – Eastern Rashanda Lowery – South Atlantic Terina Matthews – Midwest Shirley McKenzie - Eastern Dawn Boykins Owens – Farwest Denise Peterson – Southern Terri Rice – Central Terri Rivalte, National Treasurer, South Atlantic Eugenia Vance – Southwest Dyann Wilkerson – Southern Tamara Young-King – Midwest Patrea’ Logan – HQ Staff Liaison Vida Smith – HQ Staff Liaison ΔΣΘ - Regional Concierge/Housing Training